**Experienced Customer Care Advocate IA - DeWitt**

Join arenaflex, a leading healthcare insurance and services provider, as a Customer Care Advocate IA in DeWitt. As a key member of our Customer Care team, you will play a vital role in delivering exceptional service to our customers and business partners, resolving their inquiries and concerns in a professional, efficient, and timely manner. If you are passionate about providing outstanding customer service, have excellent communication skills, and are fluent in Spanish (for the B version of this role), we encourage you to apply for this exciting opportunity. **About arenaflex** arenaflex is a dynamic and innovative healthcare insurance and services provider that is committed to delivering leading-edge solutions to our customers. Our mission is to foster an environment where diversity and inclusion are explicitly recognized as fundamental parts of our organizational culture. We believe that diversity of thought and background drives innovation, enabling us to provide exceptional healthcare insurance and services. With a strong focus on workforce diversity, innovative thinking, employee development, and competitive compensation and benefits, we aim to be an employer of choice. **Our Company Culture** Our employees are united by our Lifetime Way Values & Behaviors, which include compassion, pride, excellence, innovation, and having fun! We value workforce diversity, innovative thinking, employee development, and offer a comprehensive total rewards package that includes participation in group health and/or dental insurance, retirement plan, wellness program, paid time away from work, and paid holidays. **Job Summary** As a Customer Care Advocate IA, you will be responsible for resolving customer inquiries via telephone, walk-in, mail, fax, web chat, off-phone work, and email concerning contract benefits, claim payments, and enrollment in accordance with MTM, Corporate Service strategy, NCQA, and legislative requirements. You will provide service for customers and business partners while responding in a professional, efficient, and timely manner to resolve issues and enhance member & provider satisfaction/retention. **Essential Responsibilities/Accountabilities** * Provides service among the customers and business partners while responding in a professional, efficient, and timely manner to enhance member and provider satisfaction and retention. * Documents, researches, interprets, and responds to inquiries from internal and external customers, business partners, and special groups concerning our products, services, and policies in accordance with MTM, NCQA, HIPAA, NYSDOH, CMS, and other legislative requirements. * Resolves customer inquiries accurately and efficiently, resulting in acceptable quality, First Contact Resolution, and performance. * Provides outreach related to claims, onboarding, effectuation, retention, provider inquiries, and any other complex inquiry. * Demonstrates willingness to adapt and be flexible to changes and business needs while taking ownership and accountability for issue identification and resolution. * Ongoing participation in meetings, training, and skill development to support career path and individual development plans. * Is knowledgeable and enthusiastic about the company and our products and/or services. * Identifies and follows through on issues impacting the Health Plan and customer experience. * Develops effective internal working relationships for improved communication and collaboration. * Shares ideas and solutions to improve processes, procedures, and systems. * Consistently demonstrates high standards of integrity by supporting the arenaflex mission and values, adhering to the Corporate Code of Conduct, and Leading to the Lifetime Way values and beliefs. * Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures. * Regular reliable attendance is expected and required. * Performs other functions as assigned by management. **Minimum Qualifications** * Level I: + High School diploma or equivalent required. + Customer service experience preferred. + Entry-level position. Duties performed under close supervision. + Attends all training required to become proficient in position. + B Version: Bi-lingual English/Spanish required (must have ability to speak Spanish fluently). + Ability to multi-task in order to efficiently resolve customer concerns, by actively listening to the customer, navigating screens on the computer, typing call documentation, and speaking to the customer simultaneously. + Excellent computer skills required, including the ability to navigate in a Windows environment. Skillful at working between multiple programs and applications at the same time. + Adept at communicating effectively and diplomatically while working as a collaborative team member. + Organizational, reasoning, and problem-solving skills. + Strong organizational skills and ability to prioritize, multitask, and work in a fast-paced environment and remain professional and focused under multiple pressures and demands. + Completed training on at least one part of Scheduling unit. * Level II: + In addition to Level I requirements: + Rating of "Performing" or above on the Agent Dashboard and Competencies for a minimum of 9 out of 12 months. + Completed training on all parts of scheduling unit. + Ability to efficiently resolve complex & escalated issues with minimal direction. + Advanced system and navigational skills. + Expanded communication skills across multiple channels, including, but not limited to, voicemail, email, web chat, outbound calls, membership growth, retention, etc. + Takes accountability and ownership of issues and resolution with minimal supervision. * Level III: + In addition to Level II requirements: + Rating of "Performing" or above on the Agent Dashboard and Competencies for a minimum of 10 out of 12 additional months. + Self-sufficient in resolving complex & escalated issues. + Provide mentoring and support to new hires and peer group. + Assist with tasks assigned by management that require advanced problem-solving skills. + Demonstrates global thinking and takes initiative to recognize opportunities within the team. **Physical Requirements** * Work is completed in a traditional office environment under fluorescent lighting. * Ability to arrive on time at work and as scheduled. * Ability to meet minimum performance metrics. * Must be able to function while sitting at a desk viewing a computer and using a keyboard and mouse for 3 or more hours at a time. * Must be able to travel across the enterprise. * Regularly required to talk. * Regularly required to hear. **Compensation and Benefits** * Grade N2: Minimum $18.22 - Maximum $23.89 * The salary range indicated in this posting represents the minimum and maximum of the salary range for this position. Actual salary will vary depending on factors including, but not limited to, budget available, prior experience, knowledge, skill, and education as they relate to the position's minimum qualifications, in addition to internal equity. * Other components of the total rewards package may include participation in group health and/or dental insurance, retirement plan, wellness program, paid time away from work, and paid holidays. * Please note: There may be opportunity for remote work within all jobs posted by the arenaflex Talent Acquisition team. This decision is made on a case-by-case basis. **Equal Opportunity Employer** arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. **How to Apply** If you are passionate about delivering exceptional customer service and have the skills and qualifications required for this role, we encourage you to apply for the Customer Care Advocate IA position in DeWitt. Please visit our website to submit your application and join our team at arenaflex. Apply Job! Apply for this job